Fitbit has Problems with its Smartwatch Heart Rate tracking and refuses to resolve

[Gnomex]

According to their agent Rasha, they have issues with Versa and Ionic and they've been working on a while with no resolution.  I actually liked Fit-bit but the way the pass the buck is disgraceful! 

[Marrrmaduke]

@Gnomex I think at this point it would be worth figuring out whether this affects certain units (devices) or accounts (users). If you cannot get your hands on the replacement Versa, I would try creating a new account and see if that resolves the issue.

[Gnomex]

This issue is not related to an account but their entire smart watch product line, see replies from their customer service:

Rasha: We just currently have an unexpected ongoing issue with our smartwatches in terms of heart rate tracking.

Rasha:Fitbit trackers such as Charge 3, Inspire HR and Alta HR don't experience this ongoing issue. However, some of the Versa and Ionic which are our smartwatches, currently experience this one.

She goes back and forth between "some of our smart watches" and "all of our smart watches," but all Versa models appear to have this problem (the one I have a is a replacement).

[Marrrmaduke]

@Gnomex That's not my understanding:

"However, some of the Versa and Ionic which are our smartwatches, currently experience this one."

Some means not all. Mine has no issues that's why I am wondering whether the bug is associated with particular accounts or units - both scenarios would result in only some smartwatches being impacted.

[Gnomex]

If it is not ALL Versa's that are affected why didn't she offer  a replacement??  I bought my Versa 50 days ago from Best Buy and it is certainly under Fitbit warranty.  And what about all other users that have the same problem?

[Marrrmaduke]

@Gnomex I am not sure why you weren't offered a replacement. All I can advise is contact Customer Support again and try to escalate. Obviously, there are other users affected as Fitbit has acknowledged the problem. But, other doesn't mean all. We can either attempt troubleshooting (i.e. figuring out if it's account or device-related) on our own or contact Customer Support. This is really the only thing that comes to my mind. 😞

[Gnomex]

@Marrrmaduke  I don't understand what you mean when you say ACCOUNT related.  I have a watch on my wrist that shows 150 HR while I'm walking?  I'm a runner with a resting HR of 45.  I contacted them three times.  First time it was a battery issue which they agreed and replaced my device.  The second time they said it's a software issue and will be resolved in two weeks.  The third time (about a month later) they said it's an issue with ALL their smartwatches:

Rasha:All other Fitbit devices works properly when it comes to heart rate. We just have an ongoing issue for the watches.
Rasha:I'm sorry for the inconvenience. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers.

Rasha: We just currently have an unexpected ongoing issue with our smartwatches in terms of heart rate tracking.